Job Description

Responsible for hiring, training, retaining, and developing their respective team members. Responsible for leading effective and profitable results for their team. Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations. Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. Active role model demonstrating pride and ownership as a leader of the organization.

Essential Duties & Responsibilities:

• Identify and reinforce positive behaviors through formal and informal rewards and recognition.
• Encourage and develop teamwork among others and themselves.
• Effectively communicate corporate and business expectations to all team members.
• Responsible for leading a team of up to 20 employees.
• Responsible for assets under their control.
• Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.

Experiences:

• Minimum of 1-year experience in call center operations and/or prior experience supervising multiple employees.
• At least 1 year of experience as a Team Leader / Trainer / QA Supervisor in the BPO industry
• Must have BPO experience
• Knowledge of Behavioral Coaching is an advantage

Qualification Required

• High School Graduate